IT Helpdesk & Service Manager
Job Type: Full-Time
Department: Managed Services / IT Support
Reports To: CEO
Position Summary
The IT Helpdesk & Service Manager is responsible for coordinating day-to-day helpdesk operations and ensuring client technology issues are logged, prioritized, assigned, communicated, and resolved efficiently. This role serves as a key point of coordination between clients and helpdesk technicians, vendors, and internal management.
The ideal candidate is highly organized, customer-focused, technically capable, and comfortable working in a fast-paced Managed Service Provider (MSP) environment where multiple clients and competing priorities must be managed simultaneously.
Key Responsibilities
Helpdesk Coordination
· Monitor incoming support requests through the ticketing system, phone, email, and other communication channels.
· Triage and prioritize tickets based on urgency, business impact, client SLAs, and technical complexity.
· Assign tickets to the appropriate technician or escalation team.
· Ensure technicians are logging their time correctly into the timekeeping system.
· Monitor ticket queues to ensure requests are progressing within established SLAs.
· Follow up on aging, overdue, or stalled tickets.
· Identify recurring issues and escalate trends to management or technical leadership.
· Coordinate onsite service calls, remote support, and vendor escalations when required.
· Ensure tickets contain accurate documentation, troubleshooting steps, communications, and resolution details.
Client Communication
· Serve as a professional and responsive point of contact for clients regarding support requests.
· Provide clients with timely updates on ticket status and expected resolution timelines.
· Communicate technical information in a clear, non-technical manner when appropriate.
· Manage client expectations and escalate concerns when service issues arise.
· Maintain strong working relationships with client contacts and internal support staff.
Technical Support
· Provide first-level technical support for common hardware, software, networking, Microsoft 365, workstation, printer, account, and connectivity issues.
· Troubleshoot problems remotely and determine when escalation is required.
· Assist technicians with gathering information needed to diagnose and resolve issues.
Service Management & Administration
· Maintain accurate ticket records and ensure proper categorization and documentation.
· Track SLA performance and helpdesk metrics.
· Assist with scheduling technicians and coordinating maintenance activities.
· Help maintain client documentation, asset records, and knowledge-base articles.
· Assist with onboarding and offboarding processes.
· Coordinate with vendors and third-party service providers as needed.
· Participate in process improvement initiatives designed to improve efficiency, client satisfaction, and service quality.
· Order parts and supplies needed for repairs and track inventory.
· Track, renew, and keep up with computer and software licensing for customers.
· Create, collect, and check PO’s and/or work orders, invoices, and notes in service software for accuracy.
· Create, manage, and maintain the on-call schedule for the team of technicians.
Required Qualifications
· 2+ years of experience in an IT helpdesk, service desk, technical support, or MSP environment.
· Strong understanding of Windows workstations and common business applications.
· Experience with Microsoft 365 administration and troubleshooting.
· Familiarity with Active Directory / Entra ID, user accounts, permissions, and endpoint troubleshooting.
· Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, and VPNs.
· Experience working with a professional ticketing or PSA system.
· Strong organizational and time-management skills.
· Excellent written and verbal communication skills.
· Ability to prioritize multiple tasks and work effectively under pressure.
· Strong customer-service mindset and professional demeanor.
Preferred Qualifications
· Previous MSP experience.
· Experience with ConnectWise, Autotask, HaloPSA, Kaseya, ServiceNow, or similar PSA/ticketing platforms.
· Experience with remote monitoring and management (RMM) tools.
· CompTIA A+, Network+, or Microsoft certifications.
· Familiarity with cybersecurity best practices and endpoint security.
· Experience coordinating technicians or managing a service desk queue.
· Understanding of ITIL or other service-management practices.
Key Performance Indicators
Success in this role may be measured by:
· SLA compliance and ticket response times.
· Ticket backlog and aging.
· Client satisfaction.
· First-response and resolution times.
· Ticket documentation quality.
· Technician utilization and queue efficiency.
· Accuracy of ticket assignment and prioritization.
· Effective communication with clients and internal teams.
Core Competencies
· Customer Service: Builds trust and maintains professional client relationships.
· Organization: Effectively manages multiple priorities and deadlines.
· Communication: Clearly communicates with both technical and non-technical audiences.
· Problem Solving: Quickly identifies issues, determines appropriate next steps, and escalates when necessary.
· Accountability: Takes ownership of requests and follows through to completion.
· Teamwork: Coordinates effectively with technicians, engineers, management, and vendors.
· Attention to Detail: Maintains accurate documentation and follows established processes.
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Work Environment
This position operates in a fast-paced MSP environment supporting multiple clients with varying technical requirements and priorities. The role may involve extended periods working at a computer, frequent communication with clients and technical staff, and occasional onsite support or after-hours coordination depending on business requirements. Work hours are 8am-5pm M-F.
This position is ideal for an experienced IT support professional who enjoys both technology and customer service and wants to play a central role in keeping an MSP's service desk organized, responsive, and efficient.
Pay: $24.00 - $26.00 per hour
Education:
- High school or equivalent (Required)
Ability to Commute:
- Tyler, TX 75702 (Required)
Work Location: In person
